FAQs

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Booking & Payment FAQs

• What are my payment options?

  Pay quickly and efficiently through any of our payment options: credit and debit cards, eWallet , mobile payment or real-time bank transfer. Read more about our payments options

• Can I make an online payment in a currency of my choice?

  Our prices are automatically displayed based on the country you are booking from.
  For example, if you are in the United Kingdom, booking a flight from Nairobi to London, the price displayed, and the price you need to pay, will be in British Pound.
  Please note that if you’re paying with a different currency from your card, your financial institution may apply different exchange rates to the fare displayed on the booking page. There may be additional charges incurred, so please check with your financial institution before making your booking.

• Can I make changes to my flight details?

  Manage My Booking allows you to modify an existing flight booking:

  • Change travel dates
  • Upgrade to business class
  • Request special meals
  • Select preferred seats
  • Purchase extra legroom
  • Update contact information
  • Pay in advance for excess baggage
  • Request for refund

• Can I modify my flight details online if I booked it through a travel agent or another website?

  Bookings purchased directly from Kenya-airways.com, Kenya Airways direct offices and preferred travel agents can be modified online through Manage My Booking.
  For flights purchased from travel agents and 3rd party websites, you need to contact your travel agent in case of ticket refund

• Can I cancel and refund my ticket online?

  Only bookings purchased directly from Kenya-airways.com can be cancelled and refunded through Manage My Booking. Bookings purchased through Kenya Airways Direct Office and Contact Center refund can be made through our Global Contact Centers or local offices. Bookings purchased through travel agents contact the travel agent. For any changes made in your fully and/or partially-used booking, fare rules from the most restricted branded fares will apply. Fees for booking changes are non-refundable.

• When booking online, where can I find the fare rules of my ticket?

  Our fare categories give you the flexibility that best suits your travel plans:

  • Best Buy
  • Economy
  • Economy flex
  • Economy Super flex

• What is the refund policy on a ticket with different branded fares?

  If your booking involves more than one branded fare, the most restrictive fare rule will apply to your whole itinerary. Fees for booking changes are non-refundable.

• How do I edit or correct my name in my ticket?

  Contact our Global Contact Centers or local offices to correct a name in a booking. Rules and fees apply.

• Can I change or transfer my ticket to another person?

  No, you are not allowed to switch names or transfer your ticket to a friend or a family member.

• Do I need to call Kenya Airways to reconfirm my flight?

  If your booking is successful, there is no need to call us. You can check in online or at the airport on the day of departure.

• Travelling with an infant- seats

  Kenya airways will allow children in car seats aged 6 months to under 3 years. Car seats must meet with the following and will be checked by our check in staff and cabin crew

  • Be forward facing
  • Have a 5 point harness over the shoulders, under the arms and between the legs
  • Have a single central release point
  • Be in good repair and condition
  • Have a bar or strap to secure the seat to the aircraft seat
  • Preferably have a metal frame
  • The seats instructions must be available to our crew and carried on the flight
  • Be approved at check in

  Kenya airways can also accept passengers who require the use of a car seat or harness as a result of none or limited upper body strength. we advise that you speak with our Kenya Contact Centre in advance to advise us of this need.

• Travelling with a baby?

  A pram may be checked in as check-in baggage for free. It may be tagged as check-in baggage but may be used till the aircraft door then handed over to the staff to be taken to the hold.

• What is an Extra Legroom Seat?

  The extra Legroom Seats are located in Economy Class exit rows with a generous space for you to stretch out. It is offered only on Kenya Airways-operated flights and is not available on flights operated by our partner airlines.
  Extra Legroom Seats are subject to availability, terms & conditions, and other eligibility requirements. Please view all requirements before making your purchase to ensure you meet all of the criteria.

• Who can book an Extra Legroom Seat?

  Below is a summary of the eligibility requirements.

  Guest must:

  • Be physically able to reach, locate and operate the emergency exit window or door, and to quickly pass through the exit.
  • Be able to understand and acknowledge instructions in English.
  • Be aged 18 years or older and not have any conditions.
  • Not be travelling with children or infants, a care giver, a guide dog or an assistance animal.
  • Not be in any stage of pregnancy

• How do I book an Extra Legroom Seat?

  If you meet the exit row seat safety requirements, we strongly recommend you to book early as seats are available on a first-come, first-served basis.
  Extra Legroom Seats are subject to availability, terms & conditions, and other eligibility requirements.

• What are the baggage charges and allowances?

  Read our baggage information here.

• What should I do if I have lost an item on board?

  Write to us at customer.relations@kenya-airways.com with a brief description of the item/s, flight number and seat number. All items recovered on board are usually secured with or security team and re-united with the guests upon identifiying them.

• What should I do if I have a damaged baggage?

  Normal use of your baggage may result in scratches, marks and dents on your luggage as a result of transportation. If you discover major damage to your baggage, please report this to us as soon as you arrive. Or you can send a written claim to Customer Care within 7 days after arrival on customer.relations@kenya-airways.com

  Kenya Airways' liability could be reduced if baggage was presented for check-in unsuitably packed or after the recommended check-in time.

• What should I do if I have a pilfered baggage?

  If any contents of your baggage are missing as a result of damage or theft, you should report this immediately after arrival at the Baggage Service Office at the airport.Theft that has not been reported when you arrived can be reported to Customer Care within 7 days of your arrival. After this time we unfortunately can no longer handle your request. You can write to us at customer.relations@kenya-airways.com

• What should I do if my Promotional Code is not working?

  Use the feedback icon hanging on the right side of your browsing window

• Where do I present my credit/debit card?

  If Kenya Airways advise you to present the card used for booking, it must be presented while checking into your flight at the commencement of travel. If you, as the credit card holder, are not travelling, a copy of the credit card with an authorization signed by yourself should be presented at check-in.
  Alternatively, the card or a copy of the card with your signed authorization can be presented to the nearest Kenya Airways ticketing office at least 72 hours before the flight. This verification is required to ensure a smooth check-in process at the airport and to avoid being denied access to board. Failure to comply will result in the requirement to pay the full ticket cost at the airport.

• What should I do if something went wrong with my payment?

  Please talk to us through our Customer Service Support Section on the website where you will get real time feedback or you can contact our Global Contact Center.

• What currency should I use to pay at Kenya-airways.com?

  Bookings made at Kenya-airways.com should be paid for in the currency in which the ticket price is calculated locally. If you make a booking at Kenya-airways.com, the price for your ticket will be shown throughout the booking procedure in the currency you will ultimately use to pay for the ticket. It is not possible to pay in any other currency than what is indicated at Kenya-airways.com

• Do I have to pay for my ticket straightaway?

  When you book a ticket at Kenya-airways.com, the payment conditions depend on the payment option you selected. Your ticket will be issued as soon as we have received your payment.

• How can I get a proof of payment?

  Your ticket states details about the fare and taxes paid for your flight. It is your proof of payment and will be widely accepted as a receipt.
  After booking your flight on Kenya-airways.com you will receive your ticket via e-mail as soon as we have received the payment.

• Can I pay for a ticket for another person travelling from abroad?

  Yes, you can book for another person travelling from abroad. However, if you choose to pay with credit or debit cards you may be required to present the card used for booking, it must be presented while checking into your flight at the commencement of travel. If you, as the credit card holder, are not travelling, a copy of the credit card with an authorization signed by yourself should be presented at check-in. alternatively, the card or a copy of the card with your signed authorization can be presented to the nearest Kenya airways ticketing office at least 72 hours before the flight. This verification is required to ensure a smooth check-in process at the airport and to avoid being refused carriage. Failure to comply will result in the requirement to pay the full ticket cost at the airport or refusal of carriage.

• Is it possible for one to modify Multicity bookings online?

  No, It is not possible for any changes to be made on multi-city bookings.

• Can one make changes online to bookings that have been affected by schedule change?

  No, one has to call our Contact center for Assistance.

• When one is a no show can they make any changes to their booking online?

  No this is not possible, one has to call our contact center for Assistance.

• What happens to bookings that have been cancelled?

  One cannot access any bookings that have been cancelled online.

• Is it possible for one to modify bookings online that have already been modified offline?

  No,once changes have been made to a booking offline they cannot be modified online.

• Can one change a group PNR?

  No, The maximum number of passengers in a booking that can be modified is 9

• Can one change a companion ticket?

  No, kindly call the Contact center for Assistance

• Flying Blue Award Tickets?

  Yes they are.Flying blue tickets are available on our webiste.

• Can one modify an award ticket online?

  No, Tickets purchased with miles  cannot be modified online

• Can one change a booking one hour to flight time?

  No, kindly call the Contact center for Assistance

• Transportation of Pets?

  For transportation of pets Click Here

• Travel Documents?

  The required validity of a passport varies per country. We also recommend contacting the consulate or embassy of the country you are planning to visit for advice. You can also visit our Visa and Health Information page

• Msafiri Credit Card?
  • Copy of National ID/Passport for foreigners
  • 1 passport photo
  • Proof of identification (national ID or passport).
  • Proof of income (latest payslip and 3 months bank statements)
  • Proof of residence (utility bill/ tenancy agreement/referral letter from an existing Barclays customer)

  To collect your card, you will need your original identification document (National ID/Passport

• Earning miles on the msafiri credit card?

  Every time you spend Kes 100 with your KQ Msafiri Gold card at any Kenya Airways outlet, you earn 1 air mile. You will also earn 1 air mile every time you spend Kes 200 at any merchant displaying a Visa sign. What’s more you also earn air miles on all spend made on your supplementary cards.

• Electronic Devices on Board?

  Passengers are kindly asked not to use any electronic devices during taxi-out, take-off, climbing, descent, landing and taxi-in. Such electronic devices include laptop computers, remote controlled games, radios, portable TV sets and mobile phones which may interfere with the safe operation of the aircraft. Passengers can use these devices at cruise level but cabin crew must be notified first.

• What are contacts for the U.S. Department of Transportation?

  DOT Contacts:

  • By telephone to: Aviation Consumer Protection Division at 1 (202) 366-2220 (voice) or 1 (202) 366-0511 (TTY).
  • By mail to:Aviation Consumer Protection Division, C-75,U.S. Department of Transportation,1200 New Jersey Ave., SE., West Building, Room W96-432,Washington, DC 20590
  • On the Aviation Consumer Protection Division’s Website:(http://www.transportation.gov/airconsumer)

Upgrade to Business Class FAQs

• What is Upgrade to Business Class?

  Kenya Airways offers you the opportunity to determine your own price for your Business Class upgrade by submitting an offer. KQ will inform you 12 hours before departure whether or not your Upgrade has been approved.

• On which routes is Upgrade to Business Class being offered?

  KQ offers Upgrades on all scheduled flights in all routes.

• Who can make an Offer for an Upgrade?

  To be able to make an offer you need a valid and issued KQ Economy Class ticket for a scheduled flight operated by KQ. You may submit your Smart Upgrade offer up to 14 hours before Departure.

• Is every Economy Class passenger eligible for getting a Business Class Upgrade?

  Yes, if you are in possession of a KQ flight document (ticket number must start with 706…). Exceptions are:

  • Passengers booked within a group of more than 9 people.
  • Flight bookings which are not yet confirmed.

• How does Upgrade to Business Class work?

  Book your flight using any of the below channels

  • KQ website
  • KQ Mobile Application
  • KQ Official Appointed Agents
  • KQ Sales Offices
  • At the end of the booking process there will be an automatic notification suggesting an upgrade
  • Submit your offer
  • Enter your credit card details for general verification and confirm your offer
  • You will receive an offer confirmation by email
  • You may change or cancel your offer up to 13 hours before departure
  • After that time, all offers received will be assessed and the remaining Business Class seats available will be assigned. If your offer has been accepted, you will receive an email confirming your upgrade within 12 hours before departure.
  • You may then check-in for KQ Business Class online. You will receive an information email regardless of whether your offer has been accepted or not.

• Does the Kenya Airways Upgrade to Business Class apply to the round trip? Can I choose any amount I want for my Upgrade offer?

  The system has a default minimum and maximum bid amount set. It will not accept any offer lower than the minimum amount or higher than the maximum amount. All flight legs of your booking which are suitable for an Upgrade will be displayed. You decide for yourself which flights you'd like to make an offer on.

• Do you offer inflight accessories and headphones?

  Yes, in Premier World you receive a special 'noise reduction' headphone that reduces background noise. The crew will collect these headphones just before you arrive at your destination.

  In Economy Class you receive a free headphone. The crew will collect these before you arrive at your destination.

  In all travel classes on all KQ flights you are allowed to use your own headphones as well, as long as they are not wireless (Bluetooth) headphones.

• What does the Strength Indicator mean on the offer page?

  The Strength Indicator is a guide that shows the strength of your bid but does not guarantee its success.

• Can I offer different amounts for the Upgrade for each segment of my journey?

  Yes, you can offer different amounts for each eligible segment.

• How much does it cost to make an offer?

  The offer is free of charge. Only if you receive the Upgrade, your credit card will be debited with the amount of your offer. Please note, we still need your credit card details at the time of making your offer for standard verification purposes.

• Can I change my Offer to a higher or lower amount?

  Yes, you can change the amount before you receive a confirmation email informing you whether your Offer has been successful or not. All you need to do to change your Offer is to use the link from the upgrade offer email.

• Apart from the Upgrade amount displayed, will there be additional taxes or charges?

  No.

• What happens if an Offer has been submitted, but the flight has to be changed or cancelled?

  You may change or cancel your offer up to 13 hours before departure.

• What happens if your Upgrade has been accepted, but you have to cancel your trip?

  After your offer has been accepted, the Upgrade amount is no longer refundable.

• What happens if your upgrade has been accepted, but KQ cancels your flight?

  Your Upgrade remains valid if you a re-booked to another KQ flight at the same amount. Otherwise, we will refund the amount.

• What happens if an Offer was cancelled by mistake?

  Up to 13 hours before departure you may cancel, correct your offer or re-offer.

• Is the time of making the Offer decisive for its ranking?

  No.

• You are travelling as a couple or family?

  Upgrade to business class considers all passengers within a joint booking.

• You are travelling with a colleague who does not want to Upgrade to Business Class?

  As long as you are not registered under one and the same booking number, you may submit your individual offer.

• What are the benefits of the KQ Upgrade to Business Class?

  You receive an upgrade at an exceptional price and benefit from all amenities of the KQ Business Class, such as:

  • Award-winning Business Class Service and delicious catering
  • Access to our worldwide Business Lounges** including meals and drinks
  • Check-in at the Business Class counter and fast lane service**

  NOTE: Business class passengers do not have miles accrual as a benefit

  
  

• Can Miles & More members redeem award miles for Upgrades?

  No.

• Will the KQ Upgrade to Business Class change the conditions of your ticket?

  No. The same rules apply as the original fare purchased, including Change Fees and Cancellation Penalties.

• Is it possible for one to modify Multicity bookings online?

  No, It is not possible for any changes to be made on multi-city bookings.

• Can one make changes online to bookings that have been affected by schedule change?

  No, one has to call our Contact center for Assistance.

• When one is a no show can they make any changes to their booking online?

  No this is not possible, one has to call our contact center for Assistance.

• What happens to bookings that have been cancelled?

  One cannot access any bookings that have been cancelled online.

• Is it possible for one to modify bookings online that have already been modified offline?

  No,once changes have been made to a booking offline they cannot be modified online.

• Is it possible for one to check-in online?

  Yes, you can now check in online with an e-ticket from 30 hours until 1 hour before departure. Jump the long queues at selected airports and choose your preferred seat then print out your boarding pass at your own convenience.

  At the airport, drop off your luggage at the dedicated online check-in drop off point and proceed to the boarding gate. Online Check-in is now leaps and bounds ahead with Kenya Airways.

  For more information on online check-in Click Here

• Can one change a group PNR?

  No, The maximum number of passngers in a booking that can be modified is 9

• Can one change a companion ticket?

  No, kindly call the Contact center for Assistance

• Can one modify an award ticket online?

  No, Tickets purchased with miles  cannot be modified online

• Can one change a booking one hour to flight time?

  No, kindly call the Contact center for Assistance

Msafiriconnect FAQs

• What is Msafiriconnect?

  A fully web-based booking engine encompassed with multiple search options and well defined payment mechanisms to suit your business operations and the booking process.

• What services are offered in msafiriconnect?

  User authentication during login

  • Multiple Availability Display
  • Fare Based Display
  • Flight Based Display
  • Cancel full or part of the itinerary o Reschedule flights
  • Time Limit Booking Facility or Intuitive User Interface
  • Automatic Refunds
  • Promotional Fares
  • Multiple payment options
  • On-account
  • Credit Card
  • M-PESA (for Kenya)
  • Invoice

• How can you start using the tool?

  • Register online on www.kenya-airways.com/msafiriconnect. A KQ Account Manager will contact you once they receive the Application Form.
  • Your Registration Form will go through an Internal Approval Process which take approximately five (5) days.
  • The KQ Account Manager will conduct End User Training for the potential customer. In addition, during this session, a contract will be submitted to the customer for sign off.
  • Access Credentials will be sent to the user upon successful User Training.

• What languages are available for Msafiriconnect?

  Msafiriconnect is currently available in English ONLY. Other languages will be introduced later on.

• Who can use Msafiriconnect?

  Any KQ customer that has:

  • Filled in the Registration Form
  • Registration Request approved by KQ or a KQ Customer Contact
  • Undergone End User Training

• Which flights are eligible?

  All KQ flights are eligible inclusive of Codeshares and Interline

• How do I access Msafiriconnect site?

  You will need to have:

  • Internet connection – minimum 512kbps

  Internet browser

  • Firefox version 32
  • Chrome version 37
  • Safari 7 latest version
  • IE versions 7,8,9,10

  Open your web browser and type in www.kenya-airways.com/msafiriconnect .A webpage will be displayed with content and three prominent links

  • Registration – link used for new applicants
  • Make bookings – link used to make bookings
  • Administration – link used to manage user accounts and view reports